topic Re: "Subscription Not Activated" in Get Support

Subscription Not Activated - Koodoo to Public

Catzc — Sun, 03 Mar 2024 22:41:44 GMT

I'm running in circles with this and really need some help.

Bought SIM from Telus store
Started account online
Paid for subscription

Got to step 4 on the website. Finish setup, Payment complete. It says sim is on the way, even though I already have one. But in the billing screen - it did not bill me for one.

Downloaded the app. Followed the instructions. Used my Koodoo IMEI instead of account. Got to step 6 and it shows subscription not activated.

Called the 1-800 number provided in private messaging. They were no help without an account number. Can't get my account number, when I click on my account from the website it takes me to "let's complete your activation".

Stuck in a circle of dead ends.... need help please.

Re: "Subscription Not Activated"

Catzc — Sun, 03 Mar 2024 21:25:23 GMT

Also having this issue Koodo to Public. Stuck in the endless loop of Step 6 and chat bot questions. Physical sim, not esim. Seems as though Public has a recurring problem which they need to fix...

Re: "Subscription Not Activated"

hTideGnow — Sun, 03 Mar 2024 21:29:47 GMT

HI @Catzc

and you tried the PM sim card in the phone and cannot connect?

You need to contact PM support agent and have them confirm if the account setup was done. Ask them to also confirm if porting was submitted properly

  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: "Subscription Not Activated"

Handy1 — Sun, 03 Mar 2024 21:29:58 GMT

@Catzc If chat bot is not working for you , try this direct link to support

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Subscription not activated??

Catzc — Sun, 03 Mar 2024 21:30:12 GMT

It looks as though Koodo to Public is an issue. I also used the IMEI, instead of Koodo account number. Locked in step 6 also.

Re: "Subscription Not Activated"

Catzc — Sun, 03 Mar 2024 21:31:44 GMT

Thanks, have already done messaged CS.

@hTideGnow No, we have not installed the sim yet. Should we?

Re: "Subscription Not Activated"

hTideGnow — Sun, 03 Mar 2024 21:33:31 GMT

HI @Catzc

yes, test it and see if it connects to PM network

but even it works, you need to put the Koodo sim back to the phone after to wait for the porting authorization text from PM

Re: Subscription not activated??

Handy1 — Sun, 03 Mar 2024 21:37:08 GMT

@Catzc It’s best to use Koodo account number and ignore the IMEI . But if this is Koodo pre paid you need to take a temp PM phone number then ask support to transfer Koodo number over for you . But if Koodo pre paid you should be able to do so on activation leaving the Koodo SIM card in phone to reply YES to the confirmation text . If you missed this text you can call the porting team to re trigger the request . Will send you that number private message if you end up needing it

Re: Subscription not activated??

Catzc — Sun, 03 Mar 2024 21:42:49 GMT

Thanks, on hold with the customer service team right now.

Re: Subscription not activated??

AliG1 — Sun, 03 Mar 2024 21:47:00 GMT

How can you go back and enter the Koodo account number if you already entered the imei number

Re: Subscription not activated??

AliG1 — Sun, 03 Mar 2024 21:47:52 GMT

Me too

Re: Subscription not activated??

Handy1 — Sun, 03 Mar 2024 21:50:50 GMT

@AliG1 I’m not sure you can just have to contact support or the porting team to re trigger the port request and give them just the account number leaving the mood sim in the phone to reply YES to the confirmation text to port

will send you the porting team number private message also

Re: Subscription not activated??

AliG1 — Sun, 03 Mar 2024 22:07:25 GMT

Thanks I have a ticket now. Pray for me

Re: Subscription not activated??

Handy1 — Sun, 03 Mar 2024 22:08:11 GMT

@AliG1 🤞

Re: Subscription not activated??

AliG1 — Sun, 03 Mar 2024 22:22:14 GMT

Is mood sim the Koodo sim?

Re: Subscription not activated??

hTideGnow — Sun, 03 Mar 2024 22:23:44 GMT

@AliG1 wrote:
Is mood sim the Koodo sim?

HI @AliG1

I tihnk with "mood sim", he meant old sim

yes, leave the Koodo sim in the phone until you get a text from Koodo about porting, you need to reply yes to approve the port within 90 mins

Re: Subscription Not Activated - Koodoo to Public

AliG1 — Sun, 03 Mar 2024 22:45:45 GMT

Same issue called porting number help team but they can't help with the subscription.

I have a ticket but it hasn't got me anywhere yet

Re: Subscription Not Activated - Koodoo to Public

Catzc — Sun, 03 Mar 2024 22:47:16 GMT

I can't find an account number, and any email which public has sent - everything is starred out besides the last 4 digits.

This should not be this difficult.

Re: Subscription Not Activated - Koodoo to Public

AliG1 — Mon, 04 Mar 2024 01:00:54 GMT

Did you get anywhere with this?

Re: Subscription Not Activated - Koodoo to Public

Catzc — Mon, 04 Mar 2024 01:21:29 GMT

Had to submit a ticket to reset my PM account to restart to the activation process as recommended by Telus helpdesk. No reply yet so we will see.